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Terms of Use

These Terms of Use are an integral part of the distance contract that the parties conclude on the basis of the customer’s order at our online marketplace www.rimi.lt. The obligations included in these Terms of Use are mandatory. Violation of these Terms of Use may be regarded as grounds for distance contract termination. The contract is valid for an unlimited period.

By placing an order, the Customer confirms that he/she has read, understood and agrees to the Terms of Use. The Customer is not allowed to place orders at our online marketplace www.rimi.lt if the Customer has not read and agreed to the Terms of Use.

1. TERMS

  • RIMI – an online marketplace www.rimi.lt and associated rights owner UAB “RIMI LIETUVA” (registration No. 123715317, legal address: Spaudos g. 6-1, LT05132 Vilnius, Lietuva, who offers and sells goods to a Customer in the course of its economic activity in accordance with these Terms of Use.
  • Customer – a natural person who orders goods from RIMI. Only sober persons of at least 20 years of age are entitled to purchase alcohol beverages. Only persons of at least 18 years of age are entitled to purchase energy drinks.
  • RIMI ONLINE - an online marketplace www.rimi.lt that the customer uses for placing orders.
  • Delivery – the delivery of goods ordered by the customer to the address within the delivery area and specified in the customer’s order.
  • Click & Collect – the process of creating an order at RIMI ONLINE and receiving it at the store or a centralised pick-up point that is specified in order details and/or these Terms of Use.
  • Delivery Area – the territorial area defined by RIMI within which RIMI is able to deliver goods based on the address provided by the customer. The latest territorial area can be found here: www.rimi.lt/e-parduotuve.

2. REGISTRATION

The Customer may use RIMI ONLINE services and place an order as:

1.  a registered user:

a. The Customer must create a customer account using e-mail, mobile phone number and a password. If the Customer chooses to order with Delivery to a specific address, this address must be saved in the profile details in order to use it for future orders; In order to create customer account, additional information must be provided, for example: first name, last name, contact information, communication settings.

b.  The Customer may choose to use the Customer’s “My Rimi” loyalty program profile to log in RIMI ONLINE. In such case system uses Customer data – first name, email, mobile phone number, address (only if Delivery to a specific address is needed), the choice of communication channels for marketing messages. If the Customer does not have one or more of these personal data categories filled in “My Rimi” loyalty program, system will ask to enter additional information. Customer may also choose if and by what communication channels the Customer wants to get e-commerce marketing messages.

2.  a guest:

a.  before placing an order, the Customer must provide the following information: first name, last name, email, mobile phone number, and address if the Customer chooses Delivery to a specific address. The address is optional when the Click & Collect option is used.

The Customer is responsible for providing true and accurate information. After registration, the Customer takes full responsibility not to disclose the Customer account password to third parties. The Customer is fully responsible for all actions made using the Customer’s account. If the Customer account is used by another person, RIMI will consider that it is used by the Customer. If the Customer loses login data for the Customer account, the Customer must inform RIMI regarding the loss of login data by calling or e-mailing at the phone No. or e-mail address available at RIMI ONLINE.

When selecting communication settings, the Customer chooses whether to receive notifications and useful Customer offers from RIMI or RIMI partners. The Customer may choose the communication channels through which RIMI will communicate its notifications or offers. In case the Customer chooses to receive notifications and offers, the Customer agrees that RIMI may send notifications and offers via the Customer’s selected communication channels.

If the Customer no longer wishes to receive notifications and offers, the Customer may change notification settings in the Customer account.

Notifications regarding order fulfilment and account registration (for example, order confirmation, account registration confirmation, invoice, order cancellation) will be sent to the Customer even if the Customer has selected not to receive notifications and offers in the Account settings since these notifications are necessary to fulfill orders and to notify the Customer regarding order status.

If the Customer decided to log in with the loyalty program profile, the Customer can receive benefits, that program offers:

  • Personal offers (including birthday, kids’ birthday offers);
  • Loyalty card offers;
  • “My Rimi” money earning;
  • Digital “stickers” collection.

Personal data of Customers will be used to identify the Customer and the recipient of goods, to place and deliver the order, to prepare invoice documentation, to refund the amount for returned goods and overpaid amount, to administer financial and other obligations that arise from these Terms of Use and this distance contract, as well as to ensure other RIMI ONLINE provided services. For more information regarding personal data processing, please refer to section 11 of these Terms of Use.

3. PRICE, PAYMENTS AND DELIVERY COSTS

Prices of goods at RIMI ONLINE are in EUR. All prices shown include any type of value added or other taxes. The goods are sold at prices that are valid at the time of placing the order. The total Delivery price may include fees. Bank fees may apply depending on the bank used by the Customer.

If the price of the product at RIMI ONLINE and RIMI physical store is different while placing the order, the price at RIMI ONLINE prevails. If the price of the product at RIMI ONLINE and the price on the product packaging is different, the price at RIMI ONLINE prevails. Promotions and campaigns in RIMI ONLINE and RIMI physical stores may differ.

If the total order price is 49.99 EUR or less, in addition to the order price, the Customer will have to pay a delivery charge for home delivery services up to 5 EUR depending on the selected delivery time. Delivery charge does not apply if the total order price is over 49.99 EUR. Delivery charge may be subject to promotions.

The minimum value for home Delivery and Click & Collect orders is 20 EUR. It is not possible to create orders below the minimum order value of 20.00 EUR.

The Customer may only pay for the order using the payment methods available in RIMI ONLINE payment methods menu. Payment must be made before the goods are received.

After Delivery RIMI will send the Customer electronic source document – electronically prepared invoice. Electronic source document – invoice is valid without signature. The invoice is also available on the Customer's profile.

RIMI makes every effort to ensure that the quantity of products to be weighed corresponds as closely as possible to the Customer's order; however, taking into account the natural size and weight differences, RIMI does not guarantee that the collected quantity of products will match the quantity specified in the order; slight differences in weight are expected.

RIMI assumes no responsibility for ensuring the weight of ordered goods. The price for the weighed goods will be calculated according to the weight specified by the Customer. RIMI guarantees that the Customer will not be charged additionally if the actual weight of goods will exceed the weight specified in the order. If the weight of delivered goods is lower than the weight specified in the order, the difference between the delivered and ordered amount will be refunded via the payment method that was used when placing the order. Refunds will be processed immediately but may take several business days to be displayed in Customer’s account.

RIMI has established a fixed fee for the packaging that will be used when picking up products for Customer’s order. The packaging price may consist of several costs.

The packaging price consists of packaging (bags) for the whole order*, may include lightweight plastic bag costs**, additional plastic bag costs*** and single-use plastic container costs****.

* Items are packed in paper bags, frozen goods can be packed in lightweight plastic bags.

** A fee is applied for lightweight plastic bags that are necessary for pre-packed / unpacked food products (except very lightweight plastic bags up to 15 microns thick that are necessary for hygiene purposes for the primary packaging of food products).

*** Additional plastic bags are used if the product is of non-standard size and / or additional packaging material is necessary in order to prevent the potential contact of food products with nearby products.

**** An additional fee is applied for single use plastic containers for unpacked food products.

4. PICKING UP PRODUCTS FOR YOUR ORDER AND DELIVERY

RIMI makes every effort to ensure that every order is fully fulfilled; however, due to the unavailability of certain products at the time of order execution, RIMI does not guarantee that the delivered order will contain exactly the same products that were ordered online.

It may be necessary to replace the products that were ordered. The Customer, when placing the order, has the ability to choose whether to replace the ordered product (if the specific product is not available) with another product. If the Customer has selected not to replace the unavailable products, the order will only include the available products. If the Customer allows product replacement, RIMI will do its best to find products that (according to RIMI) will be the best alternative. However, RIMI cannot guarantee that the selected alternative will certainly meet the Customer’s expectations.

The Customer, before picking-up the order or before its delivery, will be informed regarding the products he/she will receive and their replacement (if such option was selected). If the Customer is not satisfied with the alternative product, the Customer will always have the right to return the alternative product at the time of handing over the order and receive a refund for the replaced product via the payment method used when placing the order. If the Customer notices the alternative products that The Customer is not satisfied with after the time of handling over the order, he/she can contact RIMI Customer Service Center and agree upon product return and refund.

The price for alternative products is calculated in accordance with the price of products that the Customer originally selected. If the price of delivered alternative products is higher than the price of originally selected products, RIMI guarantees that the Customer will not be charged additionally. If the price of delivered alternative products is lower than the price of originally selected products, the Customer will be refunded the price difference between the alternative and originally selected products via the payment method that was used when placing the order. The amount will be refunded immediately; however, it may take several business days for the amount to be displayed in the Customer’s account.

If the Customer chooses not to get alternative products and the ordered product or the ordered product quantity is not available, Customer will get refund for unavailable products or unavailable ordered product quantity via the payment method used when placing the order. The amount will be refunded immediately; however, it may take several business days for the amount to be displayed in the Customer account.

If the Customer received products that the Customer did not order or bigger quantity of products than ordered, and those products are not the alternative products, replacing Customer’s ordered goods (picked by mistake), Customer should contact RIMI Customer Service Center.

Delivery will be made to the address indicated by the Customer when placing the order. RIMI will deliver the Customer’s order to the main entrance of the indicated address. If requested, the courier will bring the order to a specific floor of the apartment complex only if:

a.  the courier has the Customer’s consent; and

b.  our courier considers such a request to be safe and practical. RIMI always reserves the right to deliver the order to the main entrance of the address.

For orders to business addresses, RIMI may deliver the order to the first floor of the main entrance of the company building, but unfortunately, RIMI cannot deliver the order to the Customer’s table. If the company has a shared reception, RIMI is able to deliver the order to the reception.

Please note that RIMI provides delivery of products only within specific areas of Vilnius and its region. In order to make sure that we offer deliveries to the Customer’s location, please see www.rimi.lt/e-parduotuve.

The Customer specifies the time of delivery when placing the order.

The orders will be handed out every day of the week from 9:00 to 21:00. Only sober persons of at least 20 years of age are entitled to receive alcohol beverages. Only persons of at least 18 years of age are entitled to receive energy drinks. When delivering these age-restricted products, RIMI may follow the “Think 25” policy, therefore, if the person receiving products appears younger than at least 25 years of age, we will ask for an ID document. If, at the time of Delivery of age-restricted products, a valid document proving age (i.e. Lithuanian (or foreign) citizen’s passport, Lithuanian (or foreign) national identity card or a new model driver’s license (issued after November 1, 2005) of the Republic of Lithuania) will not be available, the age-restricted products will remain with the courier and the Customer will get a refund for those products. If there are alcohol products in the order, the courier may assess whether there are no indications, suggesting that the recipient, accepting alcohol beverages, is drunk and/or intoxicated. In case of suspicion of recipient’s drunkenness, alcohol beverages shall not be transferred.

The Customer may order alcohol products any time, but these products can only be delivered from 10:00 to 20:00 from Monday till Saturday and from 10:00 to 15:00 on Sundays. 1st of September – alcohol beverages are not delivered at all. If due to any reasons Delivery time is earlier or later than these hours and there are alcohol products in the order, alcohol products will remain with the courier and the Customer will get refund for those products.

In case the order is delivered at the time specified by the Customer, but there is no one to receive the order at the address, the Customer will be informed and he/she will need to contact RIMI Customer Service Centre to agree on a new delivery time or to receive the order at a specific Click & Collect pick-up point. If Customer cannot be contacted neither by the courier nor by RIMI Customer Service Centre and does not contact Customer Service Centre himself/herself, the order is brought to the nearest Click & Collect pick-up point. Customer can pick-up the goods until the end of same day. If the Customer does not pick-up the goods during the given time, order is cancelled, and payment is returned to the Customer by the method used when placing the order.

In such cases, if RIMI has to return the order, the Customer may be charged an additional fee (delivery and packing fee) if the courier had attempted to deliver the order in the time specified by the Customer.

Although RIMI does its best to ensure that the Customer’s order is delivered at the specified time, RIMI assumes no responsibility for full or partial deviation from the specified delivery time if this deviation was due to the fault of the Customer or other unavoidable circumstances.

If Delivery is not possible due to Customer's fault or due to the circumstances dependent on the Customer (e.g. Customer has entered an incorrect address when registering in RIMI ONLINE, the address is not found, the person receiving products has presented an invalid ID or has refused to provide an ID (in cases when RIMI must ensure the age of the person accepting the goods in accordance with the applicable legislation or these Terms of Use)), the goods are not re-dispatched for the re-delivery of the item and the money paid is refunded after deduction of the delivery and packing fee.

5. QUALITY GUARANTEE AND LIABILITY

RIMI will always try to choose the freshest and highest quality products for the order. This includes picking the products with the longest expiration date on the shelves, and packaging and transporting products safely. However, opinions regarding satisfactory product quality are subjective and RIMI assumes no responsibility and does not guarantee that the products will always meet the Customer’s expectations. If the Customer is not satisfied with the quality of a product, the Customer can return the specific product when receiving the order and receive a full refund for the specific product. If the Customer is not satisfied with the quality of a product but the Customer noticed it after the time of handling over the order, he/she can contact RIMI Customer Service Center and agree upon product return and refund.

The products displayed at RIMI ONLINE may not be the same size, shape and color as the received products due to technical characteristics of various devices used for ordering the products or other reasonably expected differences.

The characteristics of all products available at RIMI ONLINE are provided in the product description. RIMI shall be liable for displaying this information only to Customers, unless laws and regulations provide otherwise. The manufacturer and/or distributor is responsible for information on a product’s characteristics.

6. CLICK & COLLECT

If the Customer chooses to pick up the order at the store, the pick-up time period and the store will be determined after placing the order. At some stores it is possible to pick up the order on the same day.

Please note that Customers will not be able to pick up orders before the specified time. If the Customer arrives later than the specified time, it may be still possible to pick up the order. In such cases please contact RIMI personnel at the pick-up point or RIMI Customer Service Center, they will be able to assist you.

The orders will be handed out every day of the week from 8:00 to 22:00 at all Click & Collect stations in certain store pick-up points or drive-ins. Picking up orders at Click & Collect stations and drive-ins is free of charge. Customers will be able to receive orders using a PIN-code that will be sent via SMS or e-mail. It is also possible to pick up orders at drive-ins by identifying the number plate on the Customer's car, which must be entered and saved when placing the order or in the Customer profile.

Alcohol products can only be picked up from 10:00 to 20:00 from Monday till Saturday and from 10:00 to 15:00 on Sundays. Only sober persons of at least 20 years of age are entitled to receive alcohol beverages. If there are alcohol products in the order and if the person receiving products appears younger than at least 25 years of age, we will ask for an ID document. If, at the time of pick-up, Customer cannot provide a valid document proving the age of 20 (i.e. Lithuanian (or foreign) citizen’s passport, Lithuanian (or foreign) national identity card or a new model driver’s license (issued after November 1, 2005) of the Republic of Lithuania), alcohol products cannot be handed and the Customer will get a refund for those products. If there are alcohol products in the order, RIMI employee may assess whether there are no indications, suggesting that the recipient, accepting alcohol beverages, is drunk and/or intoxicated. In case of suspicion of recipient’s drunkenness, alcohol beverages shall not be transferred.

If there are energy drinks in the order and the person receiving products appears younger than 25 years of age, valid identity document, proving the age of 18 years must be presented. If the Customer cannot present identity document, presents invalid identity document or if the Customer turns out to be under 18 years of age, energy drinks cannot be handed, and the Customer will get refund for those products.

It is only possible to pick up orders during the time period specified by the Customer; if the Customer arrives later than the specified time period, the process of picking up the order may take additional time.

If the Customer does not arrive to pick up the order during the reserved time period, RIMI reserves the right to cancel the order and refund the amount using the Customer's previously used payment method for products that have not perished. RIMI reserves the right to charge the Customer for the part of the order for non-returnable items, including, but not limited to perishable goods.

7. RIGHTS OF WITHDRAWAL AND RIGHTS TO REFUSE

The Customer has the right to unilaterally exercise the right of withdrawal within 14 days of receiving the order, immediately informing RIMI regarding the withdrawal. The right of withdrawal may be exercised in accordance with laws and regulations, these Terms of Use, and other applicable terms issued by RIMI. The customer is responsible for the cost of returning such orders.

If the Customer decides to use the right to return the ordered goods within 14 days, the Customer must notify RIMI Customer Service Centre and agree upon return and refund. Customer may return the order at the time of Delivery or within 14 days of receiving the order by returning it to the store or special pick-up point from which it was delivered or picked up; or by handing it over to the courier.

The Customer may return food and non-food products, except fresh food products with short shelf-life; packaged goods which have been unpacked after delivery and are unsuitable for return for health or hygiene reasons; packaged video or audio recordings or packaged software that was unpacked after delivery; newspapers, periodicals or magazines.

At the time of Delivery Customer may return all (good or low quality) non-food products, low quality food products or good quality alternative food products (replacing Customer’s selected products). All returnable products must be in original package and not used.

If the Customer wants to return good quality perishable goods, they may be returned within the expiration date + 1 day, defined on the package.

Fresh food products with short shelf-lives that were used as alternatives for originally selected products can only be returned by returning them to the courier at the time of Delivery or RIMI employee at the time of pick-up if Click & Collect option was used. The courier or RIMI employee will arrange that the amount of money is returned to the payment account that was used for the order.

If the Customer decides to return good quality products, non-food and food products with a longer shelf-life (dry and near food categories) may be returned within 14 days of receiving the order. When returning food products to the store, the foods must be in their original packaging, unopened and within expiration date + 1 day. If the Customer is not able to satisfy these requirements, RIMI reserves the right not to refund the amount for the returned goods. When returning non-food products to the store, they must be in their original packaging, unopened and within expiration date + 1 day. If the Customer is not able to satisfy these requirements, RIMI reserves the right not to refund the amount for the returned goods.

The Customer covers all the costs related to the return of goods.

If, after receiving the order, the Customer has detected that the order contains damaged and/or low quality goods, the Customer shall contact RIMI Customer Service Centre with an application which shall include a photo of the damaged product, and Customer Service Centre will arrange a refund to the payment account that was used to place the order. Low quality food products may be returned within the expiration date, defined on the package. Low-quality non-food goods may be returned within 2 years of receiving the order or within the specified warranty period after a prior consultation with Customer Service Centre. RIMI reserves the right to request the Customer to return the damaged product to the store from which it was delivered or picked up or to the courier.

8. ORDER CANCELLATION

In the event of serious circumstances, RIMI may fully or temporarily suspend RIMI ONLINE without a prior notice to the Customer. In such cases, RIMI will reimburse the Customer for undelivered orders within 10 business days.

RIMI ONLINE reserves the right to restrict purchases that show indications of wholesale. RIMI, by electronically informing the Customer, has the right to refuse and/or fulfill Customer orders if the Customer orders an unusually large amount of goods (regardless of whether the products have been ordered in one or several orders) and/or if the order(s) have other wholesale indications.

The Customer has the right to cancel the order. After placing the order, there will be certain time when Customer may cancel the order in the system himself/herself. After this period, Customer has the right to contact RIMI Customer Service Center and ask for order cancelation. The Payment is returned to the Customer by the method used when placing the order. In such cases, if Customer’s order has already been picked or in the process of Delivery, the Customer may be charged for Delivery and packing.

9. CUSTOMER SERVICE

If you have any questions regarding shopping at RIMI ONLINE, RIMI encourages you to contact RIMI Customer Service Center from 8:00 to 21:00 by calling to 8 800 29 000 or e-mailing at info.lt@rimibaltic.com.

10. FINAL PROVISIONS AND SETTLEMENT OF DISPUTES

If RIMI violates these Terms of Use, RIMI will only be liable for Customer losses incurred by the direct result of the violation insofar these losses are reasonably foreseeable for both parties.

RIMI may unilaterally modify these Terms of Use. RIMI will inform the Customer regarding modifications of these Terms of Use without undue delay by posting information regarding modifications to RIMI ONLINE or sending this information via SMS or e-mail.

RIMI ONLINE reserves the right to restrict the Customer's use of RIMI ONLINE services or to cancel the Customer registration without further notice if the Customer uses RIMI ONLINE in violation of these Terms of Use and/or attempts to impair the stability and/or security.

These Terms of Use are prepared in accordance with and are governed by the laws and regulations of the Republic of Lithuania, and all disputes shall be resolved in the courts of the Republic of Lithuania.

If the court of law or another competent authority deems any provision within Terms of Use to be not in accordance with law, incorrect or inapplicable, the ruling affects the validity of the remaining Terms of Use that are in force and fully applicable in accordance with laws and regulations.

If the Customer believes that RIMI has violated these Terms of Use or other relevant laws and regulations and it has affected the Customer’s ability to exercise his/her rights and such situation cannot be resolved by negotiation, the Customer can submit an application to the national consumer rights protection institution - Consumer Rights Protection Centre.

11. DATA PROCESSING AND PROTECTION

The Customer’s personal data will be used to identify the Customer and to receive orders, to place and deliver orders, prepare accounting documents, including invoices, reimburse the overpaid amounts and refund the amounts for returned products, to administer financial and other responsibilities arising from these Terms of Use and this distance contract, as well as for the use of services offered by RIMI ONLINE. For more information on the processing of personal data, please see the Privacy Policy: Click Here.

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